Search different sources and channels of communication - email, SMS, chat, call, social media and word-of-mouth--to check Guest Feedback.
Communicate with the guests according to scripts designed by the Social Media Manager and comply with policies and procedures of Social Media Team and other Departments. […]
Assist in the investigation to determine root cause of guests problems and coordinate with involved parties for appropriate action.
Ensure timely feedback resolution by giving recommendations of best possible solution, following-up and/or escalating to immediate managers or directors if necessary...